Senior Customer Success Manager

Kadence

  • Belfast
  • Permanent
  • Full-time
  • 18 days ago
About KadenceAs a fast-paced, early-stage, venture capital-backed B2B SaaS company, we’re looking for a Senior Customer Success Manager to join our Belfast team and lead strategic relationships that drive tangible impact for our customers.This role is about more than account management — you’ll be a trusted advisor to senior customer stakeholders, guiding them through change, optimising their use of Kadence, and uncovering opportunities for growth. You’ll also play a role in developing the success function at Kadence, mentoring teammates, and feeding strategic insights into our product and business roadmap.We’re looking for a commercially minded, relationship-driven leader who thrives on solving complex challenges, using data to demonstrate value, and scaling customer success processes in a fast-moving SaaS environment.Your Responsibilities
  • Lead Executive Engagements – Act as the senior point of contact for strategic accounts, building credibility and trust with senior stakeholders.
  • Strategic Planning – Co-create multi-year adoption and success plans that tie customer goals directly to Kadence’s capabilities.
  • Cross-Functional Influence – Collaborate with product, engineering, and marketing to ensure customer needs are embedded in our strategy.
  • Enterprise Onboarding – Oversee the onboarding of large or complex accounts, ensuring quick time-to-value.
  • Adoption & Change Management – Guide customer teams through successful change initiatives that increase engagement and ROI.
  • Retention & Expansion – Drive renewal success, address risks early, and partner with sales to unlock new revenue streams.
  • Mentor & Enable – Support junior CSMs in building their skills and managing their accounts.
  • Customer Advocacy – Develop customers into public champions who speak to Kadence’s value at industry events or in case studies.
Key Metrics for Success
  • Strong retention rates and upsell/cross-sell revenue in strategic accounts.
  • Demonstrated increase in customer engagement metrics across portfolios.
  • Documented ROI delivered to customers via business reviews.
  • Growth in the number of customer advocates and public references.
Your Skills and Experience
  • 5+ years in a SaaS customer success or account management role, with a focus on strategic accounts.
  • Proven ability to manage high-value, multi-stakeholder relationships.
  • Strong negotiation skills and commercial acumen.
  • Excellent presentation skills for executive-level discussions.
  • Experience mentoring team members and contributing to process improvements.
What We Offer You
  • A front-row seat in a fast-scaling, mission-driven startup.
  • Opportunity to set the bar for taste and commercial impact in workplace software.
  • Work with passionate, fun teammates across Belfast, London, Salt Lake City, and beyond.
  • Hybrid working – collaborate from home or from our sleek Belfast city-centre HQ with rooftop terrace, private coffee lounge, and regular wellbeing events.
  • Regular company socials, including an annual off-site where the whole team gets together in person.
  • 5 weeks’ vacation per annum (plus public holidays) and a flexible work/life balance.
  • Competitive salary and meaningful stock options.
  • Private healthcare and company pension.
  • Cycle2Work scheme.
By joining Kadence, you'll have the opportunity to be part of a fast-growing, early-stage, venture capital-backed company, access mentorship and resources, and directly shape the customer success vision that supports the future of work.At Kadence, we believe the way we work should lift us up, not lock us in, enabling people to flourish in everything they do.By building the operating system for the future of work, we improve the coordination of people, time and space to help teams feel trusted and empowered to make the best choices about how, when and where they get their best work done.

Kadence